Second Line Support Engineer | Job in Carmarthenshire

In this role as a Second Line Support Engineer with our organization, you will be expected to provide high-quality technical support to our users and clients, ensuring that systems are running smoothly and efficiently. Here's an overview of your daily expectations:

*Troubleshooting

• : You will be responsible for resolving a variety of technical issues that arise from our user base, including but not limited to software problems, hardware malfunctions, network connectivity issues, and system performance concerns.

• *Support Escalation

• : When complex or critical issues are encountered that require specialized knowledge or resources, you will escalate these matters appropriately to the relevant teams for resolution.

• *Documentation

• : Maintain accurate records of all incidents, problems, changes, and releases within our incident management system to ensure consistent service delivery and a comprehensive understanding of past events for future reference.

• *Knowledge Sharing

• : Collaborate with your colleagues in the support team, sharing knowledge and insights gained from resolving various issues to improve our collective problem-solving abilities and reduce incident response times.

• *Proactive Maintenance

• : Participate in regular system maintenance activities to prevent potential issues and improve overall system performance. This may include patch management, software updates, and hardware upgrades as needed.

• *Customer Service

• : Provide excellent customer service to our users and clients by responding promptly, professionally, and effectively to their support requests. Strive to build strong relationships with them based on trust, reliability, and mutual respect.

• *Continuous Learning

• : Actively seek out opportunities for personal growth and professional development, staying up-to-date with the latest technologies, tools, and best practices in the IT support industry. This will enable you to deliver ever-improving levels of service and support to our organization and users.

Skill Set

As a Second Line Support Engineer in our team, you will bring a combination of technical expertise, problem-solving skills, and customer service orientation to deliver high-quality support to our users. The following are the key skills and qualifications we seek:

• Strong understanding of IT infrastructure, including operating systems (Windows/Linux), networks, databases, and cloud services (Azure/AWS).
• Proficiency in scripting languages such as PowerShell, Python, or Bash.
• Experience with IT service management tools, such as ServiceNow, JIRA, or BMC Remedy.
• Knowledge of virtualization technologies like VMware, Hyper-V, or AWS EC2.
• Familiarity with network protocols (TCP/IP, DNS, HTTP) and firewalls.
• Ability to troubleshoot issues across various hardware and software platforms.
• Excellent analytical and problem-solving abilities to diagnose and resolve complex technical issues effectively.
• Strong root cause analysis skills to identify the underlying causes of recurring problems.
• Ability to prioritize tasks and manage multiple support requests simultaneously in a fast-paced environment.
• Collaborative approach to working with other team members, sharing knowledge, and seeking help when needed.
• Exceptional communication skills, both written and verbal, to clearly explain technical concepts to non-technical users.
• Ability to empathize with users, understand their needs, and provide solutions that are tailored to their specific situations.
• Strong customer service attitude, taking ownership of issues and ensuring they are resolved efficiently and effectively.
• Proactive approach to identifying potential issues before they impact our users and implementing preventative measures.
• Relevant IT qualification or equivalent work experience in a Second Line Support role.
• Experience with ITIL best practices is desirable.
• Flexibility to work during out-of-hours support rotations as required.
• Ability to travel within Wales for on-site support when necessary.

Desired Candidate

We are seeking a dynamic and highly skilled Second Line Support Engineer to join our team in Wales. This is an exciting opportunity for a candidate who possesses exceptional problem-solving abilities, technical know-how, and a strong commitment to delivering high-quality customer service.

• Provide effective second line support to resolve complex technical issues, ensuring a swift resolution to improve user productivity.
• Collaborate with the first line support team to troubleshoot and escalate issues as necessary.
• Maintain accurate documentation of all support activities for future reference and knowledge sharing purposes.
• Participate in project work as required, including hardware/software deployments and system upgrades.
• Contribute to the continuous improvement of our IT infrastructure by identifying areas for development and proposing appropriate solutions.
• Stay updated with the latest technologies, industry trends, and best practices in second line support engineering.
• A minimum of 3 years' experience in a Second Line Support Engineer role or equivalent.
• Proven ability to work under pressure and deliver quality results in a fast-paced environment.
• Strong knowledge of Windows Server, Active Directory, Exchange Server, VMware, and other related technologies.
• Excellent problem-solving skills with the ability to analyze complex technical issues effectively.
• Exceptional communication and interpersonal skills with a focus on delivering high-quality customer service.
• A degree or equivalent in Computer Science, Information Technology, or a related field is desirable.
• Strong team player, able to collaborate effectively with colleagues across various departments.
• Self-motivated and proactive in driving the improvement of IT infrastructure.
• High level of integrity and dedication to maintaining the confidentiality of sensitive information.
• Flexible and adaptable, able to work effectively in a changing environment.
• Strong organizational skills with the ability to manage multiple tasks simultaneously. We offer a competitive salary package, comprehensive benefits, and opportunities for professional growth within our dynamic organization. If you meet the qualifications outlined above and are excited about the opportunity to join our team as a Second Line Support Engineer we encourage you to apply today!